Percentages in Performance Analytics
I am often asked how to work out percentages in PA so here is super short and to point article that discusses the basics.
Percentages of a total
Example: How many Incidents created last month were closed within SLA
If we wanted to know how many incidents created last month were closed within SLA we would need to know two things
- How many incidents were closed last month (Total Denominator)
- How many incidents were closed within SLA (Percentage of total we want or Numerator)
To get our percentage we then do the following calculation:
(percentage of total we want / total) * 100
Or
Percentage remaining
Example: How many Incidents were “Right first Time”
Sometimes we may not have an indicator to that holds the dataset we need left but we do have one that holds the reverse or we may simple want to work the percentage.
Let’s imagine we have an indicator that counts the number of Incidents that have been re-opened and we want to know how many incidents were right first time
We are interested in only closed incidents so “total number of closed incidents” will be our Denominator. For the Numerator we simply subtract the “incidents that have been reopened” from the “total number of closed incidents” which leaves us with total number of incidents that have not been reopened.
We can then divide our numerator by our denominator and * 100
